I’ve been one the phone three times and on chat. I’m done with that nonsense (I think it really stinks that Norton reps would blame their customers for getting viruses - wow, just wow). I would have liked to email a customer support manager whose first language is English and who is based somewhere in the free world (not a third world country). No such person seems to exist, and I no longer care. Mostly, I would have liked to talk to the shark that advised their techs to NOT offer power eraser, but insist instead that the customer who already paid for Norton virus protection, pay an additional $90 for any virus that Norton fails to remove. I finally got to power eraser - ON MY OWN. It did indeed remove the virus. I Googled the virus, and it is apparently unknown. It was only then that I realized that Norton would have charged me $90 in order for their techs to learn what virus they need to be working on next. Wow - just wow. So here’s how this story looks likely to end: My subscription is due for renewal. I think I will switch to Avast this year. I now know of a virus that Norton does not know and will not know until they sucker some poor slob into paying $90 for the privilege of educating Norton employees. I’m also going to do a quick warning on my page (this complaint should suffice) and on Reddit about how Norton is trying to fleece their customers out of even more money than Norton already charges. Unless Nathan Robbins, Dave Coleman, Tim Lopez, Tony Weiss or Yogesh Mohan has a better idea?
I'm angry. Norton is about to lose a customer of 5 years. I need the email addy of someone who cares
What was the original problem with the system to start with??
Quads
Hi TracyAnderson - I'm sorry you had such a negative experience with Norton Support. Trust that Nate Robbins, Tim Lopez, Tony Weiss and Yogesh Mohan all care deeply about the customer -- but I don't know what you'd like us to do for you. Norton provides several support options for its customers, depending on the person's needs and technical skill level. Luckily you found the free tool provided by Norton (Norton Power Eraser) that took care of the malware and your system is now all clean.
If you'd like to provide me over email with your customer support ticket / reference number, I could have someone look at the call logs and educate the agents you worked with.
My email address is listed on my forum profile.
Cheers,
Dave
I had to laugh when reading your post. I dread it when I have an ISP problem and have to go through their customer service. They are in India. They are said to be well educated people (they have the most Ph.D.'s per capita) but they just do not think the same. Probably my worst experience was the last time when I had a Norton problem. Because I get my Norton antivirus program through my ISP I have to go through my ISP's customer service for any problems with it. WHAT A JOKE. Norton will not help me other than this forum which I do not understand, I am still their customer and I will not be with that ISP forever but everytime I have tried to contact Norton I am redirected to my ISP. This last time I even told the customer service in India that they are completely incompetent and that I wanted to speak with someone in the U.S. They completely ignored me and would not put in touch with someone in the U.S. I have had my Norton problem for 8 months now (which I just posted about again).
YOU ARE NOT ALONE!!!